Position: IT Analyst

Education:  Microsoft Certified Professional in Windows Networking

Description: Provide customer service and technical support for the computing needs for both DGHI and CHPIR, responsible for front line IT support and troubleshooter for users in both departments. John provides technical and customer support primarily in person, remote assistance and by phone. Typical issues may include: working out glitches with email, web submitted tickets, assist in setting up for video conferencing as needed, setting up email accounts, connectivity issues, operating system problems, various enterprise applications and assisting when needed with a variety of desktop software troubleshooting packages.  On the back end, John follows workflows for incidents and service requests. He enters new incidents and service requests in the IT service management system and monitors existing cases to resolution.  He attends weekly or monthly support groups through IT service management to address IT issues within Duke which affect policies on how things are done.  In between offering support, you may see John grabbing a quick bite or deeply absorbed in an online training at his desk to keep his skills and knowledge sharp and up-to-date in order to provide the best IT support possible.

Contact:

  • Email: jec1@duke.edu
  • Phone: (919)681.7878
  • Mail: 310 Trent Drive, Durham, NC 27710